IT Helpdesk Associate

Position Type: Full-Time

Location: Philippines (Remote)

Schedule: 9am to 6pm EST

About The Company

Our client is a leading organization within the IT infrastructure space, dedicated to delivering robust IT support solutions for both in-office and remote employees. They focus on ensuring seamless IT operations, maintaining security standards, and optimizing support services. With a strong commitment to excellence, they continuously innovate and improve their IT support processes, aiming to provide exceptional service for the organization’s growing needs.

About The Role

As an IT Support Technician, you will be on the front lines of ensuring every team member across the organization has the reliable, responsive technical support they need to perform at their best. This role is vital to maintaining seamless business operations—you’ll act as the first point of contact for troubleshooting issues, resolving hardware and software challenges, and ensuring all systems are running smoothly. From configuring workstations to supporting internal tools and systems, you'll play a hands-on role in helping teams stay connected, secure, and productive. Your work will directly impact the day-to-day experience of employees and contribute to a culture of operational excellence and continuous improvement. Whether it’s solving a critical tech issue or onboarding a new teammate with the right setup, you’ll be a key player in enhancing overall user satisfaction across the company.

Responsibilities

• Provide first-level technical support via phone, email, or in-person.
• Troubleshoot and resolve hardware, software, network, and other IT-related issues using our helpdesk system (JitBit).
• Install, configure, and update hardware and software systems.
• Manage user activation and deactivation processes following company protocols.
• Maintain inventory records for all hardware, including delivery and recollection.
• Document issues, solutions, and technical processes in Loop and Jitbit.
• Deliver basic training sessions for employees on internal tools and technologies.
• Ensure optimal condition of office infrastructure and IT equipment.
• Escalate more complex issues to senior IT team members.
• Assist with ad-hoc technical projects assigned by the IT Manager.
• Contribute to improving SLA metrics and user satisfaction.
  
  

Must-Have

Competencies and Qualifications

• 2+ years of customer service experience.
• 1+ years of hands-on experience with IT infrastructure.
• Basic understanding of networking (TCP/IP, Wi-Fi, VPN, DNS, DHCP, VLANs).
• Proficiency in English (C1–C2 level).
• Bachelor's degree in Computer Science, Engineering, or equivalent, or relevant certifications (CompTIA A+, Network+, ITIL).
• Strong proficiency with Microsoft 365 tools.
• Excellent critical-thinking and problem-solving skills.
• Strong interpersonal skills: assertive communication, customer service mindset, teamwork, and ethical standards.
  
  

Nice-to-Have

• Experience with JitBit or similar helpdesk systems.
• Familiarity with IT asset management tools.
• Previous experience supporting remote teams.
• Exposure to cybersecurity best practices.
  
  

Culture-Fit

• Warm & Collaborative Community
• Outcome-Driven & Merit-Based
• Compassionate & Forward-Thinking
• Inventive & Open-Minded
  
  

Key Characteristics

• Collaborative – Works well with others, fostering a team-oriented environment to achieve common goals.
• Empathetic – Understands the needs of others and offers support, ensuring a positive experience for all stakeholders.
• Detail-Oriented – Focuses on the finer details to ensure accuracy and high-quality outcomes.
  
  

What We Offer

• 100% Remote Work – Work from anywhere in the Philippines.
• Career Growth Opportunities – Gain hands-on experience, mentorship, and continuous learning.
• Collaborative & Innovative Team – Work alongside skilled professionals who value excellence.
  
  

Application Process

We understand that searching for a new job can be challenging, and we’re here to support you every step of the way. Our goal is to make the process as transparent and respectful as possible.

The interview process includes a Recruiter Interview and Client Interviews. As part of the process, candidates complete a hands-on task during the technical interview. Throughout each stage, we keep you informed and provide feedback as quickly as possible, ensuring you feel valued and supported throughout your journey with us.